Customer Support - Live Operations

Job Posting Title

Summary

What You'll Do

• Read, review, respond, and document user support tickets regarding all iGaming products using various customer support systems.
• Understand the technical features of all necessary support systems.
• Provide best-in-class support for both technical and non-technical issues with both internal and external customers.
• Know when to escalate inquiries to appropriate management or other departments to determine the proper course of action and provide a solution.
• Work with the Sr. Manager of Customer Support to help define useful tools and procedures including automated responses and detailed outlines for handling a varying degree of common customer issues.
• Resolve product or service problems by understanding the customer's complaint, determining the root cause of the problem, selecting, and explaining the solution clearly to the customer or explain the issue to additional support services internally if needed, and follow up with the customer to guarantee resolution.
• Work with Sr. Manager of Customer Support to develop ‘scripted’ responses and templates to common customer support issues.
• Maintain an acceptable user satisfaction rating as agreed to with the Sr. Manager of Customer Support.
• Must be capable of responding to as many as 1,000 tickets in a month.
• Understand the supported products fully by sitting in on demos and consistently playing the products.

• Play and understand competitive products to help improve product quality.

• Responsible for Deliver exceptional customer service that exceeds our customer’s expectations.

• Have a flexible schedule that could include nights or weekends.

• Be able to expand to different channels such as chat or social media as the business expands.

• Commit to increasing product knowledge to assist customers by playing and understanding various casino games such as Slots and Table Games (Video Poker, Blackjack, Roulette, Craps)

• Communicate with the Customer Relationship Manager to understand the scope and timing of any in-game events, live events or on property events.

• Organize and disseminate customer feedback as requested by Product, Marketing, Finance, or any other business unit.

• Perform all related work or additional projects as required by the business.

What We're Looking For

• Bachelor’s Degree preferred.
• Minimum 5 years of customer service or related experience.
• Strong verbal and written communication skills.
• Strong attention to detail and excellent customer service skills.
• Working knowledge and experience with practices and procedures around customer support and troubleshooting software and operating systems.
• Excellent at resolving conflicts.
• Strong interpersonal skills.

• A willingness to expand your knowledge by learning game-specific issues and potential fixes for our various games.
• The ability to explain complex technical issues in the simplest form to assist customers with questions in areas in which they may not be familiar.
• Advanced computing skills using various tools such as the Microsoft suite of products, customer service software such as Zendesk and Helpshift, bug tracking systems such as JIRA, Bugzilla, and TFS, and any other Application Lifecycle Management System.
• Slot and Table Gaming experience and expertise preferred.
• Previous experience in the Online Gaming industry preferred.

Company Summary

About Anaxi™

Anaxi is Aristocrat Leisure Limited’s (ASX:ALL) dedicated online Real Money Gaming and Customer Experience Solutions business. Founded in 2022, Anaxi creates destinations where players can enjoy the excitement of online Real Money Gaming with confidence. Powered by the world’s greatest gaming content and the creativity of over 800 passionate people, Anaxi is on a mission to become the most trusted name in online RMG, globally. Anaxi: Experience Entertainment.

For more: www.anaxi.com

About Aristocrat

Aristocrat Leisure Ltd (ASX: ALL) is a top 20 Australian listed company, with 7000+ employees worldwide. Our company mission is to “bring joy to life through the power of play” across a growing range of land-based and digital entertainment channels every day. Our fast-growing business sits at the intersection of technology and creativity, with innovation embedded into every aspect of our business. Aristocrat’s business encompasses Aristocrat Gaming - the World’s #1 premium provider of casino games, innovative technology and customer experience solutions, along with Pixel United, a mobile games powerhouse. Pixel United boasts three world-leading game publishers in Product Madness, Plarium and Big Fish Games that collectively entertain millions of players every day. Our new Real Money Gaming (RMG) business aspires to become the third global operation within Aristocrat, and the world’s go-to destination for RMG.

Our Values

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.